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Health Scoring For Tech Touch Customers
I'm taking lead on the tech touch segment at Gainsight (aka "Digital Led"). I've created a preliminary health score and would love your thoughts/feedback on it! Here at Gainsight, we use something called the D.E.A.R. framework: 1) Deployment - Has this customer been deployed at a fundamental level? 2) Engagement - Have we…
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Developing an Ideal Customer Profile
Hi all, We are looking to build our Ideal Customer Profile - to help our revenue and product teams to align priorities and strategies to execute on. From a Customer Success point of view:* What has been valuable to you in having an Ideal Customer Profile (ICP)? * What customer data and metrics have you looked at when…
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CS Application Training
The current environment unfortunately has me in the job hunt. The last company I worked for was very small and just ramping up, so there were no formal CS apps, other than Sales Force, being used. I am no stranger to learning new applications, just need access to training. Any suggestions on how to get trained on…
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How can you increase your B2B Survey Response Rate?
I am writing an article on "How to achieve an 80% response rate on your B2B surveys?" Please share some strategies and tips that worked for you. The blog will be published in the next 3 days and your responses will be included (post-approval) linked to your profile.
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CS vs Account Management
With Customer Success on the rise, do you think the term "account management" will soon be replaced entirely with "customer success"?
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What's your risk process for lower ARR / tech touch / digital led customers?
Looking for some feedback on risk process for high volume, low ARR customers! Currently, our risk process for all customers is: * Create risk CTA in Gainsight (or any platform that provides your team visibility that this account is at risk) * Provide weekly update on the risk account:* Background * What we've done so far *…
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Anyone changed their Customer Health Score/Index to add or remove risk factors because of the pandem
I'm wondering if anyone has made changes to the CHI/CHS to add or remove risk factors because of the pandemic? If you did or are thinking about it, I'd love to find out more. Thanks!
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SMB resources for tech touch & making transitions
Hello everyone, I just wanted to follow up with some of the resources I shared during the SMB breakout as part of the CS Leadership call today. Below you will find the resources I referenced, specifically the Monthly newsletter we send out using Tiled and our slidedeck presentation that we used in our 1:1 calls when…
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How do you calculate Cost to Retain/Cost to Support for your Customers?
I would love to be able to calculate Cost to Retain compare to CAC and calculate margin. In the past I have used the more traditional hours from support, CS, customer marketing, training and renewals * average cost per hour (team expense) = total cost. While this works, there is either a lot of overhead to track or there…
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Wanted to get some insight on some KPI changes I'm thinking of making for my CSMs. Specifically -- I
To get into some details. My CSMs are more non-traditional. Here's a breakdown of their role/responsibilities: * Our product is a small part SaaS and a large part service, they own onboarding for the SaaS piece, and initial adoption * They also own fulfillment which is the service piece and the largest part of their day to…
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Customer Success for non SaaS B2B
Hi everyone! One of the biggest challenges I have faced so far is to adapt Customer Success in insurance. Everything out there is for SaaS and B2B. What about other industries? Why B2C isn't receiving any or little CS love? Truth is CS shines brighter in subscription business models and insurance is probably one of the…
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Net Renewal Rate with Renewals that have annual increases
How do folks deal with calculating Net Renewal Rates when a multi-year renewal has an annual step/increase function? For example, if you have a renewal contract that stays flat in Year 1, but increases by 5% in Year 2, do you wait until you hit that annual anniversary before comprehending the increase into your NRR…
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Adding/Transitioning to a digital/tech touch model?
Hello fellow experts! We are in the midst of taking a deep dive into how we scale as we grow larger. Currently we have 3 CSMs who manage 350ish accounts. Largely, they operate under a higher touch model as we want every customer to "know" who their CSM is and what value they can add, etc (this doesn't mean they are on the…
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Building Out Tech Touch - Here's what I'm doing (feedback/ideas welcomed!)
Hey everyone! I'm building and owning the tech touch segment for my company, Gainsight. We're calling it the "Digital Led" segment. SUPPORT MODEL * In-product drop down widget in which customers can submit questions/issues, and mark their request as Technical Issue, Best Practice, How-to, etc.* Technical issues will be…
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Average BoB size per CSM?
I expect this to be a very subjective discussion, but I am curious what you consider to be a manageable BoB/client portfolio? For the purposes of this conversation, let's limit this to high-touch clients, as tech touch clients can be more easily scaled and included in a larger BoB. As I think about it, these are some of…
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Customer segmentation and engagement should change within the customer lifecycle and divided simply
It's an incorrect strategy to segment your customer according to ARR/MRR and then leave it that way. CSMs should invest their time in a customer based on the highest return on their investment according to where their customer is at any given stage. Often we assign a segment to a customer and it stays that way until they…
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Developing consistent metric for Usage/Adoption across customer set
In my customer portfolio, I have customers that use our software in different ways. Depending on how they are using it will dictate the type of usage I can expect. I am trying to develop a consistent usage metric across my customer set so this can be an element of the overall health score. I have thought about creating…